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Lumen Senior Lead Program Manager - Works From Home, US in Kansas

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Senior Lead Program Manager is a strategic position within the Service Delivery Program Support PMO organization. This key position is responsible for managing Service Delivery programs and projects specifically focused on efforts focused within Service Delivery IT and Digital Transformation programs. This role partners closely with IT, DevOPs and business organizations to ensure all initiatives complement and are aligned with Internal activities.

The Main Responsibilities

  • Identify coaching and development needs within the SD groups through performance analysis and regular consultation with business managers.

  • Assess the return on investment of vendor and partner training and coaching programs.

  • Partner with key stakeholders to ensure all training and coaching initiatives being delivered to the organization successful

  • Achieve quality results by leveraging internal resources.

  • Provide consultative services to the business units regarding program direction and best practices.

What We Look For in a Candidate

  • Bachelor’s Degree in a related field and/or equivalent work experience.

  • A minimum of 5 years large-scale call center operations experience, focusing on frontline coaching needs assessment, development and execution.

  • Passionate and innovative with a proven track record of success; an action-oriented, strategic and creative thinker with a detailed focus on implementation and on-going execution of training programs in the field.

  • Must be self-directed, results-oriented and able to handle multiple priorities in a fast-paced, continually changing environment.

  • Excellent communication skills including an ability to communicate and work effectively with staff at all levels of the organization.

  • Demonstrates aptitude for analyzing complex issues and developing the appropriate solutions.

  • Demonstrated success in planning and driving training and employee development initiatives in a subscription business within a call center environment.

  • Ability to exhibit strong strategic planning and cross-functional partnership, providing tactical direction and driving a large team to achieve predefined performance metrics within service delivery and retention frontline operations.

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 248121

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

Salary Min :


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This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.